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Rck7's avatar
Rck7
Helper II
8 years ago
Solved

How do I calculate average Response Time and Resolution Time ?

Hello Friends, I have an Issue Table, with IssueID, IssueDate, StartDate , Resolved Date as Columns. I would like to calculate the a) the average First response time(in hours), b) average re-solut...
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  • zenmemo's avatar
    zenmemo
    8 years ago

    Hi Rck7, is this what you're looking for?

     

    Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)

  • zenmemo's avatar
    zenmemo
    8 years ago

    Rck7Now if you're selecting averaging the response/resolution times in conjunction with those measures, that should do it. See sample below. Otherwise, if you attach your file perhaps, I or someonelse can look at what else is causing it.

     

     

zenmemo's avatar
zenmemo
Helper I
8 years ago

Hi Rck7, is this what you're looking for?

 

Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)

  • Rck7's avatar
    Rck7
    Helper II
    8 years ago

    zenmemo Thank you for replying.  Well, I have created the fowllowing two formulaes for my columns in my table:

    1) First Response Time(column) = DATEDIFF (Issues[IssueDate],Issues[StartDate],HOUR)
    2)Resolution Time (column) = DATEDIFF(Issues[StartDate],Issues[ResolvedDate],HOUR) 

    The result I am getting is as below, which I believe is wrong compared to the graph(i.e. result posted in my Question)


    I am not very sure how can I calculate average response time(in hours) and average resolution(in hours). 
    What do you think about this -> Average Response time = Toal time taken(in hrs) to send the first response / number of Issues whose first response were sent ? for the selected date period. 
    Please let me know about your thoughts. 
    Thank you. 
     

    • zenmemo's avatar
      zenmemo
      Helper I
      8 years ago

      Rck7, is the new chart wrong because the data is summing the column rather than averaging?

      • Rck7's avatar
        Rck7
        Helper II
        8 years ago

        zenmemo Nope. I am not sure if my measures are correct? 

  • Rck7's avatar
    Rck7
    Helper II
    8 years ago

    zenmemo  Thanks for the help. Additionally, is there a measure to  calculate Average Resolution speed from my table data? 
    for Average Response time =  DATEDIFF(IssueDate,StartDate,HOUR) and 
    for Average Resolution Time, is it DATEDIFF(StartDate,ResolvedDate,HOUR) ?

    Thank you. 

     

    • zenmemo's avatar
      zenmemo
      Helper I
      8 years ago

      Rck7

       

      Perhaps I'm oversimplifying it but would an averagex function work?

      That is,

      AVERAGEX(Table Name,IssueDate,StartDate,HOUR))